How do you treat your employees and co-workers? Do you view them as internal customers? Do you treat them with the same care and respect you give to your paying customers? If not, why?
In order to create an organization that provides excellent customer service on a consistent basis (which is our goal), you MUST treat your employees and co-workers the same way you want them to treat your customers. This may sound familiar – the Golden Rule?? Do unto others, as you would LIKE them to do unto you. In other words, treat your employees and co-workers as if they are your customers.
Why is this so difficult? Too often we become overwhelmed with the day-to-day stresses in life. When this happens we fail to take the time to really appreciate the people who are closest to us. We do not see them as customers, we see them as not doing something as well as we would like or as fast as we would like.
We may become frustrated, short tempered and even a little nasty with our co-workers and employees. When this happens, how do you think it is going to impact their ability to serve our customers? Are they going to feel like being nice to the patients (especially if the patient is not nice)? No! They are going to pass along the frustration or nastiness that they received.
What to do? It’s simple (but not easy). Remember that customer service starts on the inside. We have to treat each other with kindness, respect and understanding. If a co-worker is having a bad day, or it is just a very hectic/stressful day, do whatever you can to try to make them feel better. Offer to help them finish their task, offer to get them something to eat/drink, ask them what you can do to help them. Place yourself in the position of a servant – “do unto others what you would like them to do unto you”.
This is not easy, especially when we are having “one of those days” where everything is going wrong. However, if you are able to do this, you will be amazed at the impact that is has on your co-workers (and in turn on you and your customers).
Give it a try – I guarantee you will like the results.